Senior Logistic Coordinator

ILG (International Logistics Group Ltd); Northampton; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working after probation

Pension

Life Assurance

Healthshield Cash Plan

Discount Perks

22 days holiday rising to 25 with year

Job summary

ILG (International Logistics Group Ltd) in Northampton is recruiting a Senior Logistics Coordinator to oversee daily client logistics operations and act as the first escalation point for Logistics Coordinators. The role involves hands-on support and leadership to improve client satisfaction and team performance.

You will work to resolve issues, coach staff, monitor SLAs, and collaborate with warehouse, transport and IT teams to optimise service delivery across multiple accounts.

Qualifications

• Proven experience in logistics, fulfilment or client operations.
• Strong problem-solving mindset with proactive approach.
• Excellent communication and interpersonal skills to guide and support others.
• Proficient in using CRM and ticketing systems.

Responsibilities

• Act as the first point of escalation for Client Logistics Coordinators and resolve complex client issues.
• Provide day-to-day support, coaching and guidance to ensure service quality.
• Aim for first-time issue resolution by identifying root causes and implementing preventative measures.
• Maintain strong client relationships and monitor service delivery across multiple accounts.

Skills

Logistics coordination

Customer-facing

Problem solving

Communication

CRM systems

Tools

CRM systems

Ticketing systems

ERP software

Job description

An award-winning, market-leading 3PL (third party logistics provider) ILG specialises in high-quality order fulfilment and delivery services. Our customers are premium brands, many in the beauty, fashion and wellbeing sectors. Our mission is to help them succeed.

We are a people business, investing in training and development, recognising and rewarding our people’s achievements and creating opportunities for them to progress within our business. If you want to develop an exciting career, learn from a friendly team and realise your full potential in a fast-growing company, this is the role for you.

The role

As a Senior Logistics Coordinator you will oversee the daily operations of client logistics services and act as the first point of escalation for Logistics Coordinators. The role requires hands‑on operational support and some leadership responsibilities to enhance client satisfaction and team performance.

The key responsibilities of the role will include:

• Act as the first point of escalation for Client Logistics Coordinators, resolving some complex client issues efficiently and professionally


• Provide day‑to‑day support, coaching, and guidance to Client Logistics Coordinators to ensure consistent service quality and professional development


• Proactively work towards first‑time resolution of client issues, identifying root causes and implementing preventative measures


• Maintain strong relationships with all clients, ensuring their operational needs are met and exceeded


• Monitor and manage service delivery across multiple client accounts, ensuring adherence to SLAs and internal standards


• Where agreed with clients provide weekly operational KPIs


• Collaborate with internal departments including warehouse, transport, and IT to resolve issues and improve service coordination


• Analyse service data and client feedback to identify trends and recommend improvements


• Support the onboarding and training of new team members and clients


• Contribute to service review meetings with clients, along with the Strategic Account Management team


• Assist in the development and implementation of new procedures to enhance operational efficiency and client satisfaction


• Ensure all communications, both internal and external are timely, professional, and aligned with company values

What we are looking for

• Proven experience in logistics, fulfilment, client operations or other client‑facing roles


• Strong problem‑solving skills with a proactive and analytical mindset


• Excellent communication and interpersonal skills, with the ability to guide and support others


• Proficient in using bespoke systems, CRM and ticketing systems


• Ability to manage multiple priorities in a fast‑paced environment


• Experience in identifying and implementing process improvements


• Collaborative team player with a client‑centric approach


• Discretionary company bonus scheme


• Following successful probation period opportunity for hybrid working in line with ILG policy up to 50/50 remote / office working


• Pension, Life Assurance, Healthshield Cash Plan and Discount Perks


• 22 days holiday (plus Bank Holidays) increasing to 25 days after 2 complete holiday years, with the option to buy/sell holiday


• Birthday leave


• Free on‑site parking, with electric car charging at certain locations


• Range of employee awards


• Employee assistance programme to promote mental health wellbeing


• Cycle to work scheme


• Enhanced maternity and paternity leave

Job application requirements

Please note the following important requirements for all applicants:

• Right to Work in the UK & Basic DBS Check – You must have the legal right to work in the UK, (we are not able to sponsor you). If successful, you will also need to pass a Basic Disclosure and Barring Service (DBS) check before starting employment. We use a third‑party checking service for each of these, so you will need to provide them with relevant information if offered a role with us.


• References - We reserve the right to request two or more references, to cover the past five years of your employment history. Please ensure you can provide accurate contact details for each of your referees.


• English Language – You must be able to work in English; enough to fully understand spoken and written work instructions, follow health and safety guidance and participate in discussions with your manager or colleagues.

Please be aware we will be considering applications as we receive them and arranging interviews accordingly. Depending on the volume of applications we receive we may close this advert ahead of the advertised closing date.

For more information about our company or employee benefits please visit https://www.ilguk.com/about-us/